Shipping & Returns

Shipping Information

At CatNeedStore, we are committed to delivering your orders promptly and efficiently. Below are the details of our shipping options:

  • Standard Shipping: We use DHL or FedEx for standard shipping. The shipping fee is $12.95, and your order will be delivered within 10-15 business days after dispatch.
  • Free Shipping: For orders over $50, we offer free shipping via EMS. Your order will be delivered within 15-25 business days after dispatch.

Please note that order processing takes 1-2 business days. Once your order is shipped, you will receive a confirmation email with tracking information.

Returns & Exchanges

We want you and your feline friends to be completely satisfied with your purchases. If you need to return or exchange an item, please follow the steps below:

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, the item must:

  • Be unused and in its original condition.
  • Be in the original packaging with all tags and labels attached.
  • Be returned within 15 days of receiving the item.

2. Non-Returnable Items

Due to hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Catnip & Cat Grass: These products are perishable and cannot be resold once opened.
  • Disposable Items: Items such as disposable litter boxes or filters are non-returnable for health and safety reasons.
  • Dental Treats & Dietary Supplements: These items are consumable and cannot be returned once opened.

3. How to Initiate a Return or Exchange

Follow these steps to return or exchange an item:

  • Contact Us: Email us at [email protected] with your order number and details about the product you wish to return or exchange. You can use the template below to ensure all necessary information is included.
  • Wait for Approval: Our customer service team will review your request and provide you with a Return Authorization Number (RAN) and further instructions.
  • Package the Item: Securely pack the item in its original packaging, including all accessories and documentation.
  • Ship the Item: Send the package to the address provided by our team. Please note that return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part.

4. Refund Process

Once we receive and inspect your returned item, we will process your refund or exchange. Refunds will be issued to the original payment method within 7-10 business days. For exchanges, the new item will be shipped as soon as possible.

5. Return & Exchange Request Template

Use the following template to request a return or exchange:

Subject: Return/Exchange Request - Order #[Your Order Number]

Dear CatNeedStore Team,

I would like to request a [return/exchange] for the following item(s):

- Product Name: [Product Name]
- Order Number: [Your Order Number]
- Reason for Return/Exchange: [Please specify]

Please provide me with the Return Authorization Number (RAN) and further instructions.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

6. Contact Us

If you have any questions or need assistance with your return or exchange, please don’t hesitate to contact us at [email protected]. We’re here to help!

Thank You for Shopping with CatNeedStore

We appreciate your trust and are committed to providing you and your feline friends with the best products and service. If you have any further questions about shipping or returns, please feel free to reach out to us.